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Best Of 2000 In Online Customer Service: Page 2

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Posted December 26, 2000 By Alexis Gutzman     Feedback
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payment information goes to the payment system. Everything is handled on a need-to-know basis. This is an ideal model for the future of online shopping (see An Open Letter to Visa and MasterCard for more information).

Best CRM solution Siebel -- I know I'm going out on a limb here. It's great to see so many other companies that had formerly offered either ERP or Business Intelligence software moving into this space, but Siebel still dominates. Because of Siebel's broad customer base, they can deliver innovations requested by customers in one industry to other industries. Everyone benefits from the large installed base.

Best Personalization and Recommendation Engine Yo.com -- If you want to make next year's list, do what someone else is doing, do it better, and do it via an ASP. Yo.com offers the best of LikeMinds personalization and recommendations engine via an ASP. They've also added a few benefits such as the ability to change an e-mail marketing campaign after it's been mailed! If you find that one of the offers you made is wildly more successful than the others, change the dogs into winners so that people who haven't yet deleted the message will see the winning offer when (or the next time) they open the message. Yo.com also permits you to personalize the ads that your customers see on affiliate sites! I haven't written about Yo.com by itself yet, but I will soon. Check back for more details.

Best Business Intelligence Software Coremetrics -- This is a very crowded field with many, many impressive offerings (I've seen most of them). Coremetrics impressed me with its reporting. Business Intelligence software has two components: grabbing the data and displaying the data. The reports were clear, easy to manipulate, and available in near real time. On top of all that, the price is very competitive and the solution is offered on an ASP model. I'll soon dedicate this space to Business Intelligence software, so keep watching for more details.

This article originally appeared at ecommerce.internet.com.

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